Contact Centers in Brazil (Databook)

SUMMARY

Overview

Introduction

The databook is a detailed information resource covering current and forecast contact center market data. The market is sized both in terms of agent positions and technology spending, and the data is segmented by vertical market, in-house/outsourced, size-band, type of technology, IP/TDM, and hosted/CPE.

Scope

• All market forecasts are from 2004 to 2009 inclusive.
• All agent position and technology spending data is segmented by size-band and vertical market.
• Spending data for inbound routing hardware and software, outbound, workforce management, quality monitoring, agent analytics and eLearning.

Report Highlights

The expansion in demand for products and services in Asia, Eastern Europe, Latin America, the Middle East and Africa, combined with the increase in offshoring, will lead to the creation of four times as many new agent positions in developing markets over the next four years as in developed markets.

Vendors will need to carefully target resources by country and vertical market in order to generate profitable revenue growth.

Reasons to Purchase

• Gain insight into key contact center growth patterns.
• Understand evolving contact center technology investment and adoption.
• Identify the fastest growing vertical markets for contact center technology and services.

TABLE OF CONTENTS

• CHAPTER 1 INTRODUCTION
  • What is this report about?
  • Catalyst
  • Methodology
  • Definitions
• CHAPTER 2 AGENT POSITIONS
  • Contact Centers and Agent Positions in Brazil
  • In-house and Outsourced Agent Positions in Brazil
  • Agent positions in Brazil by vertical market
  • Agent positions in Brazil by size-band
  • Agent positions in Brazil by telephony end-point
  • Agent positions in Brazil by technology location
• CHAPTER 3 TECHNOLOGY SPENDING
  • Brazil contact center Technology spending by application
  • Brazil contact center Technology spending by vertical
  • Brazil contact center Technology spending by size-band
• CHAPTER 4 INBOUND CONTACT CENTER HARDWARE ROUTING TECHNOLOGY SPENDING
  • Brazil Inbound contact center hardware routing Technology spending by vertical
  • Brazil Inbound contact center hardware routing Technology spending by size-band
• CHAPTER 5 INBOUND CONTACT CENTER SOFTWARE ROUTING TECHNOLOGY SPENDING
  • Brazil Inbound contact center software routing Technology spending by vertical
  • Brazil Inbound contact center software routing Technology spending by size-band
• CHAPTER 6 OUTBOUND CONTACT CENTER TECHNOLOGY SPENDING
  • Brazil Outbound contact center Technology spending by vertical
  • Brazil Outbound contact center Technology spending by size-band
• CHAPTER 7 CONTACT CENTER AGENT ANALYTICS TECHNOLOGY SPENDING
  • Brazil Contact center agent analytics Technology spending by vertical
  • Brazil Contact center agent analytics Technology spending by size-band
• CHAPTER 8 CONTACT CENTER ELEARNING TECHNOLOGY SPENDING
  • Brazil Contact center eLearning Technology spending by vertical
  • Brazil Contact center eLearning Technology spending by size-band
• CHAPTER 9 CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING
  • Brazil Contact center Quality Monitoring Technology spending by vertical
  • Brazil Contact center Quality Monitoring Technology spending by size-band
• CHAPTER 10 CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING
  • Brazil Contact center Workforce Management Technology spending by vertical
  • Brazil Contact center Workforce Management Technology spending by size-band
• CHAPTER 11 APPENDIX
  • Futher reading
  • Ask the analsyst
  • List of Tables
    • Table 1: Contact Center definitions
    • Table 2: Contact centers and agent positions in Brazil 2004 - 2009
    • Table 3: In house and outsourced agent positions in Brazil 2004 - 2009
    • Table 4: Agent positions in Brazil by vertical market 2004 - 2009
    • Table 5: Agent positions in Brazil by size-band 2004 - 2009
    • Table 6: Agent positions in Brazil by telephony end-point 2004 - 2009
    • Table 7: Agent positions in Brazil by technology location 2004 - 2009
    • Table 8: Brazil contact center Technology spending by application 2004 - 2009
    • Table 9: Contact Center Technology spending in Brazil by vertical market 2004 - 2009
    • Table 10: Brazil contact center Technology spending by size-band 2004 - 2009
    • Table 11: Inbound contact center hardware routing Technology spending in Brazil by vertical market 2004 - 2009
    • Table 12: Brazil Inbound contact center hardware routing Technology spending by size-band 2004 - 2009
    • Table 13: Inbound contact center software routing Technology spending in Brazil by vertical market 2004 - 2009
    • Table 14: Brazil Inbound contact center software routing Technology spending by size-band 2004 - 2009
    • Table 15: Outbound contact center Technology spending in Brazil by vertical market 2004 - 2009
    • Table 16: Brazil Outbound contact center Technology spending by size-band 2004 - 2009
    • Table 17: Contact center agent analytics Technology spending in Brazil by vertical market 2004 - 2009
    • Table 18: Brazil Contact center agent analytics Technology spending by size-band 2004 - 2009
    • Table 19: Contact center eLearning Technology spending in Brazil by vertical market 2004 - 2009
    • Table 20: Brazil Contact center eLearning Technology spending by size-band 2004 - 2009
    • Table 21: Contact center Quality Monitoring Technology spending in Brazil by vertical market 2004 - 2009
    • Table 22: Brazil Contact center Quality Monitoring Technology spending by size-band 2004 - 2009
    • Table 23: Contact center Workforce Management Technology spending in Brazil by vertical market 2004 - 2009
    • Table 24: Brazil Contact center Workforce Management Technology spending by size-band 2004 - 2009
  • List of Figures
    • Figure 1: Contact centers and agent positions in Brazil 2004 - 2009
    • Figure 2: In house and outsourced agent positions in Brazil 2004 - 2009
    • Figure 3: Agent positions in Brazil by vertical market 2004 - 2009
    • Figure 4: Agent positions in Brazil by size-band 2004 - 2009
    • Figure 5: Agent positions in Brazil by telephony end-point 2004 - 2009
    • Figure 6: Agent positions in Brazil by technology location 2004 - 2009
    • Figure 7: Brazil contact center Technology spending by application 2004 - 2009
    • Figure 8: Contact Center Technology spending in Brazil by vertical market 2004 - 2009
    • Figure 9: Brazil contact center Technology spending by size-band 2004 - 2009
    • Figure 10: Inbound contact center hardware routing Technology spending in Brazil by vertical market 2004 - 2009
    • Figure 11: Brazil Inbound contact center hardware routing Technology spending by size-band 2004 - 2009
    • Figure 12: Inbound contact center software routing Technology spending in BRAZIL by vertical market 2004 - 2009
    • Figure 13: Brazil Inbound contact center software routing Technology spending by size-band 2004 - 2009
    • Figure 14: Outbound contact center Technology spending in Brazil by vertical market 2004 - 2009
    • Figure 15: Brazil Outbound contact center Technology spending by size-band 2004 - 2009
    • Figure 16: Contact center agent analytics Technology spending in Brazil by vertical market 2004 - 2009
    • Figure 17: Brazil Contact center agent analytics Technology spending by size-band 2004 - 2009
    • Figure 18: Contact center eLearning Technology spending in Brazil by vertical market 2004 - 2009
    • Figure 19: Brazil Contact center eLearning Technology spending by size-band 2004 - 2009
    • Figure 20: Contact center Quality Monitoring Technology spending in Brazil by vertical market 2004 - 2009
    • Figure 21: Brazil Contact center Quality Monitoring Technology spending by size-band 2004 - 2009
    • Figure 22: Contact center Workforce Management Technology spending in Brazil by vertical market 2004 - 2009
    • Figure 23: Brazil Contact center Workforce Management Technology spending by size-band 2004 - 2009